Note: The job is a remote job and is open to candidates in USA. Auction Edge is a provider of technology and services to independent automotive auctions, dealers, and corporate remarketers. The Account Manager will manage assigned auction customer relationships, provide consultative support and training, resolve issues, analyze business needs, and coordinate with internal teams to drive customer success and growth.
Responsibilities
- Serve as the primary point of contact for assigned auction customers on all products, systems, and services offered by Auction Edge, including issue resolution and ensuring their goals are met through tailored solutions and proactive support
- Act as the voice of the customer, translating feedback into actionable insights for internal teams to enhance products and services
- Act as advisor/analyst to customers in recommending solutions — including third-party associated product solutions that integrate with Auction Edge systems — managing customer requests, assessing the business, and identifying opportunities for growth by leveraging the AE suite of products, systems, and services
- Facilitate regular performance reviews and scorecard discussions with clients to align on progress and future goals
- Facilitate efforts to identify and address customer pain points, proposing solutions that drive satisfaction and loyalty
- Apply knowledge of auction operations to advise customers on integrating Auction Edge solutions into their workflows
- Stay abreast of industry trends, leveraging insights to anticipate customer needs and help auction leadership understand how Auction Edge's product direction connects to their business goals
- Collaborate with cross-functional teams to ensure customer strategies are operationally sound and align with Auction Edge's priorities
- Build and maintain strong working relationships with internal and external stakeholders
- Monitor and manage the priority and escalation of support and/or system enhancement requests
- Utilize the Account Management rigor and toolset for documenting and visibility to account activity and a cohesive customer experience
- Partner with the Install/Training team to ensure customer satisfaction during implementation and installments of Edge services and products for assigned auctions
- Assist the Accounting department with customer communications related to invoicing or collections concerns, as needed
- Develop open, direct relationships with auction staff and regularly connect on business and relationship topics
- Demonstrate the value proposition of Edge solutions to inform and educate customers on new products and services
- Maintain comprehensive records of auction relationships, including visits and account overview calls, using Edge's CRM platform
- Administer, monitor, and analyze the support ticketing and CRM system (NetSuite), as needed for assigned accounts
- Provide guidance and support to Jr Account Managers on client matters, as assigned
- Facilitate resolution and troubleshooting of client issues
- Facilitate product training and onboarding for clients
- Manage project work affecting clients
Skills
- • 4+ years of relevant industry experience
- • Demonstrated ability to build and maintain outstanding relationships with assigned auctions through exceptional written and verbal communication skills
- • Proven ability to build and maintain internal relationships, fostering a collaborative work environment across departments
- • Extensive experience with auction management systems and/or other auction-facing products and services
- • Proven track record managing issue resolution that requires interaction with customers and cross-functional teams
- • Demonstrated ability to manage a diverse portfolio of assigned customers through the entire client relationship lifecycle
- • Strong problem-solving abilities, capable of researching and interpreting business metrics to present to clients and drive continuous improvement
- • Competence in facilitating and leading customer-facing meetings
- • Working proficiency administering CRM and support-ticketing tools (NetSuite)
- • Proficient in office productivity tools (Google Suite, Microsoft Office, etc.)
- • High school diploma or GED required
- • Ability to travel up to 75% as needed
- • Comprehensive knowledge of auction operations and the automotive industry
- • Established relationships within the auction community
- • Demonstrated experience in business consulting
- • Familiarity with support and ticket management software
- • Bachelor's degree, or equivalent relevant experience, preferred
- • Proficiency in the use of the Auction Edge suite of tools, including the Auction Management System, Spark, and CR Simplified
- Further education or relevant certifications a plus
Benefits
- Medical, Dental, and Vision Insurance coverage
- 401k Retirement Plan
- 20 days of accrued PTO as well as 12 Flex Days per year (one three-day weekend per month)
- 8 paid holidays, 2 floating holidays, and 1 paid volunteer day per year
- Up to $100 Monthly Wellbeing Reimbursement Program (gym membership, personal training, massage therapy apps, and many other options)
- Education Reimbursement Program up to $4,000 per 12-month period
- Focus Fridays
- Relocation reimbursement offered for individuals relocating anywhere within 60 miles of our Franklin, TN office
- Opportunity for career advancement through continued company growth
Company Overview